SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Gusto is seeking an experienced Workforce Management Analyst to join its WFM team and drive strategic improvements in contact center operations. This role bridges planning and performance across scheduling and intraday operations, with a focus on higher-order work as automation handles routine monitoring tasks.
Day-to-day responsibilities include: building and maintaining optimized multi-department schedules while managing time off and non-productive activities to achieve service level targets; interpreting automated performance signals and intraday data to make strategic staffing decisions including queue routing changes and skill adjustments; facilitating daily and weekly performance reviews with operations leaders to identify root causes of variance and recommend corrective actions; managing queue and skill routing changes to align staffing with demand; designing and building WFM automation including intraday alert systems, dashboards, and workflow integrations using AI tools and scripting; communicating proactively with internal stakeholders and external vendors about staffing impacts and data-driven insights; participating in an on-call PagerDuty rotation to monitor and respond to real-time alerts during off-hours incidents; serving as a system administrator for WFM and routing tools; providing leadership and accountability across the team; and serving as a data analytics subject-matter expert to surface actionable insights.
Required qualifications include 7-8+ years of contact center WFM experience spanning scheduling, intraday, and operational reporting. AI fluency is required, with demonstrated ability to adopt and operationalize AI tools in WFM contexts and hands-on experience building automations. Strong analytical and data visualization skills are essential, including experience building dashboards and interactive reporting tools. Candidates should have demonstrated experience with WFM platforms and a track record of quickly learning new tools. Excellent judgment, communication, and problem-solving skills are critical, with the ability to translate complex data into actionable recommendations for stakeholders at all levels.
